Orders, Delivery and Returns

Order Confirmation and Delivery

All orders for Goods are accepted when you receive a confirmation email to this effect. We are legally obliged to send you this information and you may wish to print or save it for future reference. The confirmation will include details of your order, including your chosen delivery address. We will send you a further email to tell you that your order has been processed and despatched, giving you a tracking number where applicable. In all cases delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days for delivery.

If your Goods are in stock they will be despatched via Royal Mail or other carrier within two weeks of order receipt and may require a signature upon delivery. Most orders will, however, be despatched within a few days. The cost of delivery will be added to your product order.

Where Goods are discontinued or cannot for some reason be delivered, we will contact you by email or telephone to inform you of this and to suggest an alternative, similar item or we may have to cancel your order. Where this is part of a larger order, we will process and dispatch the available Goods to you in the normal manner.

If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may cancel or suspend the order in whole or in part without liability. Should we do so, we will notify you by email. We may deliver separately the Goods that make up your order and where we do so, you will only incur one delivery charge. Title to the Goods shall pass to you on payment if full of the price of the Goods.

Delivery Charges

Delivery charges for UK mainland addresses are: £3.50 for orders below £35 or 150g; £6.50 for orders above £20 and up to 1kg, £7.50 for orders above £20 and >1kg to 2kg, £23 for orders above 2kg.

Orders to the value of £200 or more will be despatched free of charge within the UK. Higher charges may apply for particularly heavy or bulky orders, or for delivery to outlying parts of the UK, including Northern Ireland, in which case delivery may also take a little longer. We will advise you prior to processing your order should a higher charge apply.

Delivery charges via Royal Mail Airsure (no tracking and compensation up to £500) are: Europe*: £11 for 100g to 495g; £16 for 500g to 995g; £21 for 1.1kg to 1.95kg. North America, Australia, Africa and rest of the World: £10 for orders below £35 and 500g; £22 for 500g – 995g; £33 for 1kg – 2kg

*European countries: Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic , Islands (EU), Belarus, Belgium (EU), Bosnia Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU) Croatia, Cyprus (EU), Czech Republic (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgyzstan, Latvia (EU), Liechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands (EU), Norway, Poland (EU), Portugal (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State.

Please remember that you are responsible for any customs or import duties levied once the order package reaches your specified destination address.

Shortage and Defects

You must inspect the Goods upon receipt of your order and notify us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within 10 (ten) working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery, i.e. items missing, is limited to making good the shortage. Where Goods prove to be defective, we will replace them without charge or give a full refund within 28 days of the date of delivery. Where Goods are defective, we will reimburse the cost of delivery back to us should we ask you to return them to us.

Cancellation, Returns and Exchanges

You may, for any reason, cancel your order at any time after you have placed it – up to and including seven (7) working days after the day on which you receive the Goods – and receive a full refund. If you cancel your order you will have to return any items and at your own cost. If you wish to cancel your order, please email us at office@percyloveslulu.com quoting your order reference number, the date the order was placed, your name, address and postcode.

You will receive written confirmation of the cancellation within 48 hours, excluding weekends and Bank Holidays when you will receive confirmation on the following working day.

Should you wish to return any goods for exchange, refund or a shop credit, you must email or ring us in the first instance so that we may issue a return authorisation number. We regret that we are unable to offer any refund, store credit or exchange for any Goods made to your specifications.

We will offer an exchange, store credit or refund, as applicable, on any Goods provided they are unused, undamaged condition with their original tags attached, in their original packaging and in a re-saleable condition and accompanied by a returns authorisation number and your receipt.

Item(s) must be returned within 14 days of invoice date (UK customers); 21 days of invoice date (Europe excluding UK customers); 28 days of invoice date (rest of the World). Returns received outside of the stated timeframe will be considered for a store credit only, and will not be eligible for a refund. If items have been purchased as a Christmas present, they may be returned up to the 7th January following the holidays for a full refund.

We will only refund standard delivery charges if the items are returned to us within 7 days of receipt of Goods. If you are only returning part of the order, then we regret that we are unable to repay any of the delivery charge. Payments will be refunded within 30 days of our receiving the Goods in good condition. We will refund the original credit/debit card charged only. Please note that any refund may not show up on your bank or card statement immediately.

If you are returning a gift we have to refund the person, and the original card, who paid for it. If exchanging a gift we will also have to notify the original purchaser.

You are responsible for postage/carrier costs incurred when returning items. Please ensure that all Goods returned are appropriately and suitably packed. We recommend that you obtain a proof of postage from your post office/other carrier and insure any goods that are returned to us as we will not be liable for any damage or loss during transit or for items that do not reach us.

If we have an email address for you, we will notify you to let you know when we have received your returned parcel.

All Goods should be returned to the following address:
Percy Loves Lulu
PO Box 708
Banbury
Oxfordshire
OX16 6LA
England